Infrastructure Support Engineer

Founded in 2018 and based in NYC, The Block is the leading research, analysis, and news brand in the digital asset space. The Block's team is spread across 7 time zones, covering the global cryptocurrency space 24/7.The Block delivers deep insight into how the emerging digital assets sector interacts with traditional finance, technology, governments, and markets. We reach hundreds of thousands of technologists, financial market participants, Fortune 500 professionals, global service providers, policymakers, and more through our main website, dedicated Research Portal, podcast, and events.You will be responsible for supporting the enterprise infrastructure for The Block. Some of the responsibilities include managing systems access, troubleshooting technical issues, identifying customer needs to better inform improvements, and driving efforts that allow teammates to operate more efficiently.An effective Infrastructure Support Engineer should be able to effectively communicate with users and find solutions to their issues. The ideal candidate must be able to prioritize tasks and complete them in a timely manner to provide excellent customer service.

You Will:

• Administer: Provision and de-provision accounts for employee systems, manage access for employees in a remote-first work environment, and support intersystem integration such as configuring SSO and Slack alerts
• Troubleshoot: replicate user issues and possible bugs and creatively and tenaciously resolve user issues with a bias against disruptive solutions when troubleshooting
• Communicate: Quickly assess the knowledge level of a user and adjust language accordingly, collaborate across teams to improve company workflows and operations and balance between team and customer-facing communication
• Own: Prefer root cause resolution over temporary workarounds and autonomously drive projects to completion
• Document: Design, write, and edit technical and process documentation, contribute knowledge on a regular basis in the form of FAQs, tutorials, and trainings
• Contribute: Participate in a culture of quality and healthy collaboration and engage in company-wide initiatives

Must Haves:

• Empathy for users and employees seeking technical assistance
• General familiarity with common troubleshooting practices
• Familiarity with administration of Microsoft Azure and Office 365
• Ability to work with users to resolve any support requests through email, Slack, and/or Zoom
• Expertise collaborating with cross-functional teams of various technical skill
• Knowledge of engineering support process and how to file bugs and enhancements

Nice to Have:

• Desire to work in the digital asset industry
• Experience managing WordPress CMS
• Knowledge of Atlassian suite
• Familiarity with AWS Console
• Experience managing Cloudflare configuration

Who We Are: The culture of The Block lies in our key behaviors. It’s who we are and it’s how we show up everyday.We are confidently humble. We jump in and roll up our sleeves. We know there’s always more to learn and we operate without egos.We are actionably curious. We strive to be an expert in our field and always seek opportunities to expand our knowledge and skill set. We put our learnings into practice every day. We practice tenacious ownership. Every day when we show up we are contributors, teammates, and owners. We rotate through those three hats with agility and without sacrificing accountability or consistency.We practice respectful partnership. We treat others as we’d expect to be treated - with respect, concern, understanding, and patience.Why You Should Work Here:We take care of our employees and we have the benefits and perks to support it. Our full-time, US based employees are eligible for Unlimited PTO, remote first environment, high health plan employer contributions, monthly wellness stipend, generous parental leave policy, 401k match, fitness partnerships, fertility benefits, One Medical membership and citibike membership. We’re a remote first company which allows us to hire the best person for the job regardless of location. Impactful work. Regardless of your role at The Block you’re making a meaningful contribution to our mission in accelerating the evolution of financial systems through independent reporting and technical research of all projects influencing the future of financial services.What Else Should You Know?The Block is an equal employment opportunity employer.  Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.During our application process we collect completely anonymous diversity information. Providing this information is voluntary but we want you to know what we do with it. We use the data to ensure that our recruiting practices are bringing diverse talent to the organization and we are reacting where we are coming up short. We strive to use the data to ensure we have the tools and resources for all employees both during the interview process and should those employees choose to join us at The Block.  

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